Operations Manager

Responsibilities:

• Oversee day-to-day operations across gift production, logistics, customer service, and administration to ensure seamless, high-quality service delivery.
• Work closely with the CEO to develop and implement operational strategies that enhance efficiency, profitability, and an exceptional luxury customer experience.
• Monitor operational budgets, control expenses, and ensure cost efficiency while maintaining premium materials, craftsmanship, and service standards.
• Supervise inventory management and procurement of luxury wrapping materials, ensuring optimal stock levels, quality control, and minimal waste.
• Oversee customer service operations, ensuring timely order fulfilment, personalized service, effective issue resolution, and consistently high customer satisfaction.
• Track key performance indicators (KPIs), prepare operational reports, and provide actionable insights and recommendations to support management decisions.
• Develop, implement, and continuously review operational policies, systems, and workflows to improve efficiency, reduce errors, and support business growth.
• Lead, motivate, and develop team members through training, performance reviews, and skills development focused on craftsmanship and service excellence.
• Ensure compliance with company policies, labour regulations, and health and safety standards while proactively managing operational and reputational risks.
• Closely monitor and follow up on outstanding client requests to ensure prompt, personalized responses and an exceptional client experience.
• Other responsibilities as assigned by management.

Requirements:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Master’s degree (MBA) or relevant certification (e.g., PMP, Six Sigma) is an advantage.
• Minimum of 6 years’ experience in operations management, preferably within luxury retail, premium services, hospitality, food, or light manufacturing environments where attention to detail, quality control, and customer experience are critical.
• Proven experience leading cross-functional teams, including production (gift preparation and wrapping), logistics and order fulfilment, and customer service, ensuring seamless coordination and high service standards.
• Strong business acumen with a clear understanding of operational processes required to deliver high-quality, luxury service experiences.
• Excellent leadership and team management skills, with the ability to motivate teams to consistently deliver high-quality, luxury service standards.
• Proficient in inventory control and supply chain processes for premium products and materials.
• Excellent analytical and problem-solving skills to identify operational challenges, optimize workflows, and ensure seamless service delivery.
• Strong organizational, multitasking, and client relationship management skills in a premium service environment.
• Proficiency in Microsoft Office Suite and basic accounting tools to support operational and financial management.
• Familiarity with CRM systems and performance tracking tools to monitor client requests, orders, and team performance.
• Strong knowledge of budget management and financial reporting to ensure cost efficiency without compromising service quality.
• Ability to analyze and interpret data to make informed operational decisions and optimize workflows.
• Understanding of regulatory compliance, labour laws, and workplace safety standards in a premium service environment.
• Proven experience in process optimization and workflow improvement, ensuring seamless operations and high-quality client experiences

Remuneration: NGN 400,000

Location: Lekki Phase One, Lagos

Work Hours: 8 am - 6 pm; Monday- Friday